The Importance of Feedback
- martinpowell1
- Jul 14
- 3 min read
Sue Goddard writes and reflects on a project gathering all the feedback we have received about Changing Futures...
I have been thinking about feedback lately. If I’ve managed to solve a problem or get a task completed and have positive feedback, it makes my day, I think about it for a while afterwards. I admit, I struggle with constructive criticism (I’m sure many people do) but if that same person balances criticism with some positive feedback too, then I listen and take note.
We often underestimate the power of our words, whether they are good or bad. A friend has a saying ‘words are like the toothpaste in a tube, once it’s out you can’t put it back’. How often have you remembered something that a parent, friend or work colleague has said to you years ago, you just do not forget it do you? In fact, it is amazing how long you can remember a comment, years, if not decades later.
One of my recent projects was to collate the feedback that Changing Futures Sussex has had over the duration of the programme, this task took me a while as this feedback came in so many formats, I searched our contract monitoring documents looked at embedded documents within them, listened to audio clips, found paintings, emails and our fantastic video (if you haven’t seen it is here).
We wanted to catalogue the feedback from various places to use as a resource for the programme, and also to honour the people who have taken time to provide the feedback. We have arranged it into themes, some of which cross over into more than one theme. This Feedback Tracker is now a live document which will be constantly updated. We can track if we have repeated feedback, highlight specific themes or areas, look at it from multiple perspectives and sort by role types, themes, and dates; this is now a really useful bank of information.
The team have already used the information: -
To create reports and papers
In our personalisation budget
To evolve the Brighton & Hove team
To enhance our induction training
In operational updates and
To sense check things; is there a theme missing?
Every Monday, we have a team check in on MS Teams. I now pick a favourite piece of feedback to share with the team, this is always well received and usually followed by a few floating hearts! This starts the week on a positive note, especially important when we are dealing with such challenging subjects; and after all, it is our ‘raison d'être’, why we keep doing what we do.
“This is the first time I’ve felt safe as long as I can remember”
Why your feedback matters to someone with Multiple Compound Needs (MCN)
In Changing Futures, we know clients can make major turnarounds in their life. Often, they have overcome addiction, rebuilt themselves after a crisis, or taken steps toward personal growth; your feedback can mean more than you realize.
When someone takes steps towards achieving their goals, they are not just changing habits—they are often battling shame, fear, and self-doubt. In those moments, a kind word or sincere recognition can make all the difference.
Your feedback matters because: -
It validates their effort. Turning a life around takes courage and discipline. Acknowledging that effort shows them you see the work they have put in.
It builds confidence. People rebuilding their lives may still carry the weight of past mistakes. Encouragement helps them believe in their new identity.
It keeps them motivated. Feedback, especially during challenging times—can be the fuel that keeps them moving forward.
It rebuilds connection. Positive feedback can help repair strained relationships and show that you are open to moving forward with them.
It supports lasting change. Small affirmations help reinforce the new direction they have chosen, making it more sustainable over time.
Of course, giving and receiving feedback applies to all areas of life, not just the workplace. So, if you know someone who has made real changes, do not stay silent. Tell them you see it. Tell them it matters. Because it does. And so do your words.
I’ve never known support like this. I am suddenly getting things done with Changing Future’s help. I have not felt judged. I’ve been shown kindness.
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